Analysis and design techniques

Project Three Deliverables

Training:

· For our training approach, we have chosen to implement an interactive training program that will consist of game based training, role playing and simulations. Instead of taking a more traditional approach, such as video training or a classroom setting, we decided to do something more hands-on in order to yield better results in the training progress. With interactive training the employees have a higher chance to learn the new systems faster and will also be able to retain the new methods of work.

· The company has decided to outsource the training to a company named E-lectronics, that specializes in training for newly implemented work systems.

· Part of the training process that E-lectronics implements, is the use of current employees with their consultant. The idea is to get one or two people from management and train them separately first before the training process begins with the whole company, this way when the actual training starts they have these current employees who are already familiar with all the staff that can help with the training process in order to make everyone feel more comfortable and at ease which will help a lot when it comes down to the actual learning aspect of the training program.

· There will be 4 levels of training that will happen. The first is the simplest, it will be for cashiers and stockers. This will simply train these employees how to use the system for taking orders, payments, looking for inventory and checking on existing orders if required. The next level is for management, this training is more technical because it requires a lot of security bypass. Management does not have to interact with customers as much as cashiers, but they will be dealing with system issues. With this training management will learn how to bypass security protocols that cashiers and stockers will not have access to, this will also give them the ability to go into customers accounts to make adjustments if needed. The next level of training will be for IT, this training will give the IT team access to the whole system and the ability to bypass and overwrite any security protocol if it is needed, this will be needed if management cannot resolve an issue. All employees will have to go through a very detailed training for dealing with customers, IT will also go through this training because they will deal with customer issues as well. The point of the customer training is for employees to learn how to be empathetic and patient with customers, we believe the core to any good business model is to constantly work to perfect customer satisfaction.

Training Course	Specification	Employee Type	Certification Time
New and Improved Orders system.	This training is going to be used to introduce all cashiers and stockers to the new system for taking orders. The focus will be on the new order processing tools and software, as well as checking for available inventory. This training will be hands-on and will focus on making the learning process fast and simple.	Cashiers/Stockers	8 hours
Management access.	This training is specifically for the management crew. During this training we will go through some simulated situations where a manager needs to access a customer's account in order to correct inaccurate orders, or refund customers for items not purchased or damaged. The purpose of this training is to help managers learn the process in which to bybass a security protocol in order to correct a mistake made by an employee. Managers will be given specific codes in order to make these changes and these changes will be recorded with that code. This training will also help managers identify what situations they will need to intervene in, in order to make the adequate adjustments.	Management	10 hours
IT adjustments.	This training will only be given to the IT team. This will be a very thorough training because the IT team will have access to the whole system and they will have the ability to override any security clearances. This will be the last level that any issue will reach so we need to be extremely attentive when learning the objectives. In this training the IT team will be given their security clearances in order to get into the system and modify. We will run some simulations in which the team will need to override any previous changes done by management and also how to completely delete a customer account and when that protocol is needed.	IT Team	10 hours
Customer Satisfaction Training	For this training all employees will have to attend. This training will focus on the handling of all types of customer interactions. We will go through scenarios that will begin with a cashier, escalate the issue to a manager and then finish the scenario with the IT team. This training is conducted in order for all employees to be able to deliver exemplary customer service and also to be able to gain experience with all levels of employees in order to be able to identify scenarios when the new system is implemented and deployed.	All Employees	12 hours

Conversion and Implementations Plans:

· For the implantation aspect of the new system, we have decided to take a more parallel conversion and phased installation approach. When we first launch the new system, it will go live in all locations, allowing access and usability to the new system by all employees, however the old system will still be active, it just won’t be our main system. The reason we have decided to use this approach is because we have to much valuable data stored in the old system that will be very difficult to migrate into our new system if we decided to do everything in one sitting, we risk losing a lot or all of the data this way, which is why he have decided to keep the old system alive for 6 months in order to convert all data to the new system in a very timely manner. This way we avoid losing valuable customer data and we do not risk our new system crashing.

· The data migration process will begin as soon as the new system is launched and we will have a 6 month time frame to move all required documentation over to the new system. While we are doing this, the old system will still be live, meaning employees will still be able to use it if they need to. The reason for this is to have an extra layer of security, although the technology of the old system is antiquated, if the new system shuts down we still want to be able to process orders in order to avoid shutting down all locations and we can still generate revenue. The reasoning behind this is, if one store has issues they can revert back to the old system in order to be able to keep working while the problem is fixed, and this will also apply if all the stores have issues with the new system when it launches, we avoid taking a complete catastrophic hit.

· There will be a process when going through the phased installation from old to new, we will have additional training for all employees in order to have a good understanding of what will be done. Once the new system is launched, there will be alternating teams of employees that will work on manually migrating all data from the old system to the new, while the rest of the employees work on their regular tasks. The software used to store data in the old system works a lot slower with processing data and has way less capacity for storage, which makes the migration process very delicate and that is why we must do it manually, however once the old data is uploaded to the new system it will process very rapidly due to the new software, higher storage capacity and with the new implementation of cloud management/storage. We estimate this process will take approximately 4 months with training involved, but we decided to create a 6 month timeline in order to account for any problems we might encounter.

Screen Flow

Document the screens that are used within the system and show the flow from one screen to another. The screen flow represents a link or button on a page. This is a one-page document showing the flow.